Broken clasp on Fitbit Ace 3

[GrainneMorgan]

Dear Team, to whom do I address my complaint regarding a broken clasp on a fitbit ace 3.

Recieved for Christmas, broke within 2 weeks. I have been told there is no warranty to replace. 

Thank you! 

Moderator edit: format. 

[Odyssey13]

https://myhelp.fitbit.com/s/support?language=en_US 

[GrainneMorgan]

Thank you for your response Odyssey13.

However there is no warranty associated with fitbit ace 3 broken clasp/band.

Could you direct me to your complaints department to continue this conversation.

Thank you. 

[Odyssey13]

I've asked a Fitbit Moderator to stop by to address this with you. They are the closest thing to a complaint department that I know about on the forums.

[GrainneMorgan]

Thank you, I look forward to talking with them. 

[AndreaFitbit]

Welcome  to the Fitbit Community, @GrainneMorgan and thanks for the heads up @Odyssey13. Fitbit doesn't have a Complaint department. 

I checked your case and you were advised to check our Warranty to determine if the issue qualifies for a band replacement. Did you check if your device qualifies for a band replacement?

Keep on visiting the forums. 

[GrainneMorgan]

Hi Andrea,

Having visited myhelp.fitbit.com/s/warranty the broken band/clasp does not qualify for replacement. Can you advise why this is. 

The fitbit had been worn for under 2 weeks before the clasp broke. The device is currently not wearable! 

We are very disappointed with this and I would like to register a complaint with your customer services team (presuming you have one).

Kind Regards

Grainne 

Moderator edit: removed personal information. 

[AndreaFitbit]

Thanks for getting back to us and for letting me know about your case and that you don't qualify for a replacement @GrainneMorgan.

I understand how frustrating this could be and you can also check the Limited Product Warranty.

I honestly don't know the guidelines our  Support Team follow to replace the band I'd suggest contacting them again and registering your complaint. They can provide you with more information. 

Thank you for understanding and for visiting our community. 

[GrainneMorgan]

Hi Andrea,

The response from Team Fitbit has been very poor. I have since read others have the same issue. 

Can you provide me with a contact within fitbit to whom I can address this issue please

I am not willing to be treated so poorly as a consumer. 

Thanks 

Grainne

[AndreaFitbit]

Thanks for getting back to us and for your feedback @GrainneMorgan.

I understand how frustrating this could be and currently the only channel to address your query is with our Support Team. You can check the Fitbit Limited Warranty.

Thank you for understanding and for visiting the forums. 

[GrainneMorgan]

Hello Andrea,

Yes it is frustrating, I am going round in circles with this....

I will keep trying as I don't believe that this is supporting my consumer
rights.

Thanks
Grainne

[Carlyturps]

Hi.

I'm having the same problems !!

Won't replace the strap on my daughters fitbit. 

What is the point in buying a watch when it breaks. 

I wonder if you could claim on your credit card 

[AndreaFitbit]

Thanks for getting back to us @GrainneMorgan and welcome @Carlyturps. I´m sorry to hear that your daughter´s strap broke too. 

@GrainneMorgan, please keep trying. 

@Carlyturps, I don´t know if you could claim the strap on your credit card but you could give it a try.

[PPitman]

My daughter has worn her new band for 3 days and the clasp broke. Why is Fitbit making such a poor product? My husband is extremely frustrated and will be calling tomorrow. I should be able to mail back the band and they should send me a new one.

Moderator edit: format. 

[AndreaFitbit]

Welcome to the Fitbit Community, @PPitman. I'm sorry to hear your daughter's Ace 3 clasp broke. 

I understand how frustrating this could be and the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

[2_LeFit_2_Quit]

Good luck!! It is definitely covered under warranty but I’ve replaced 5x!!!!!  In one year for my sons ace3. Such an incredibly cheap and faulty design

[TameeT]

We are dealing with this same issue right now! Very frustrating! This band has lasted less than a month and we paid $70 for this?! I have had other watch bands for cheaper watches last a decade or more - come on Fitbit! You can do better than this! This is also the 4th Fitbit band in our family that has broken very quickly recently (less than 6 months). At least now for the other bands, the process has gotten a bit smoother and easier, but I can't get a replacement for my son's band via the online claim form because he doesn't show up under me, even though he is on my Family account.

[AndreaFitbit]

Welcome to the Fitbit Community, @2_LeFit_2_Quit, @TameeT. I'm sorry to hear about your Ace 3 broken bands.

I understand that this can be very frustrating, your feedback and comments are greatly appreciated. 

@TameeT, the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

[ActiveMom123]

Luckily I bought my son's on Amazon and we're still within the return window so I can return it.  However, it was his birthday present and he will undoubtedly be sad that it's gone as he's already been sad to not be able to use it the last few days.  Why don't they correct the band issue?  Fitbit, you are quickly upsetting longtime customers who will inevitably look elsewhere for future purchases.  Very disappointed.

[LucioFitbit]

Hi there @GrainneMorgan and @ActiveMom123 , it's good to see you back.

@GrainneMorgan I appreciate you shared your experience, I'd recommend you contact our Support Team for further assistance with this. 

@ActiveMom123 I appreciate your opinion and feedback provided. Our Feature Suggestion board is a place where users can express their ideas and opinions for current and upcoming devices, so our team can consider them for apps, functions, third party integration and more. 

I'd advice you add some Feature Suggestion based on your experiences and remember you can always contact our Support Team for assistance if you need it.